Serena Service Manager

PEOPLE + PROCESS | Perfectly in sync.

ITIL Continual Service Improvement

One of the pillars of ITIL is the recognition that improving the delivery of services to the business is a journey undertaken in steps that are planned, implemented, measured and checked. When you adopt ITIL best practices, you are also committing to continual improvement of all aspects of a service lifecycle. To succeed, you need the ability to measure and assess current processes. Serena Service Manager assembles and reports relevant metrics about all aspects of service delivery. It provides easily configurable reports for identifying problem areas and exploring improvement opportunities.


Serena Service Manager's Process-Based Approach To
ITSM Supports Continual Service Improvement

Serena Service Manager also lets you easily define Service Level Agreements (SLAs) and track your team's performance against these SLAs that are made visible to the business through the service catalog. Serena Service Manager alerts managers when SLA targets are likely to be missed so that corrective action can be taken immediately. As Serena Service Manager is powered by a process management platform, you can quickly make changes to your service delivery processes so as to continuously improve the way in which you deliver services to the business.


ITIL Processes Supported by Serena Service Manager

ITIL Support
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement


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